Chapter 18 Chapter 17 Customer Management, Firmly Grasp the God of Wealth

In an increasingly competitive market environment, customers have become a scarce resource, and every enterprise is making efforts to develop and retain customers.At this time, you have to change the traditional concept of customer management, from customer relationship management to customer asset management, make multiple efforts, and regard different types of customers as corporate assets, with the purpose of maximizing customer loyalty and customer asset profitability.In this process, you need to use the 80/20 principle to continuously optimize customer value and firmly grasp the gods of wealth that should be grasped.

Platinum customers are actually the core customers of the company, and generally refer to customers who have created more than 50% of the company's profits and only account for a small proportion of all customers of the company.The characteristic of this type of customers is that the relationship with the enterprise is very durable and stable, and the customers are highly satisfied and loyal, and they are loyal customers of the enterprise.Such customers have high current value and potential value, are the most important source of profit for the enterprise, and represent the core of the enterprise's interests.

Do you know who your Platinum customers are?How do you treat them?When an enterprise formulates production and operation strategies, it must take platinum customers into consideration and pay attention to the value and interests of platinum customers.The business strategy formulated and implemented by the enterprise must be able to improve the interests of both the enterprise and the customers. If this business strategy only takes into account the interests of the enterprise, but ignores the value and interests of the most critical customers of the enterprise—platinum customers, then in the end It will only affect the relationship between the two parties and bring a fatal blow to the enterprise.

Enterprises and customers are a community of interests. The formulation and implementation of any strategy will affect the interests of both parties. As a boss, you should communicate and communicate effectively with platinum customers frequently to understand the future development plans of both parties, and jointly formulate strategies that can enhance The strategy of mutual benefit enables enterprises and customers to form a strategic partnership to jointly promote the rapid development of enterprises and platinum customers and maximize the interests of both parties. Must keep big customers

Jia Xinwu, general manager of Xi'an Pengcheng Electromechanical Equipment Co., Ltd., spent more than 20 years from being poor and living in poverty to being worth more than 100 million yuan and having honors.Now he is busy with business. Like almost all private entrepreneurs, various honorary titles and social positions are printed on his business card. In 1986, Jia Xinwu tried every means to raise some money and contracted a decoration team.This was a very trendy business at the time, with good prospects, but resistance from all sides gave him a blow.At the beginning of the business, the superiors were not very supportive, and the workers were generally resistant, and I was also troubled by this.But Jia Xinwu didn't blame others. He had his own principles: take the lead in everything, try to be humane in management, treat workers as his brothers, and look for big customers.

Chance always favors the prepared mind.Jia Xinwu began to look for new opportunities while doing renovations. One day in 1988, I heard that Far East Company had a batch of steam spinning machine parts that needed to be "outsourced" for processing.Although the other party's attitude was very cold, and even showed unceremonious contempt, Jia Xinwu was not discouraged, and rushed there on time for several days in a row, waiting by the side to sweep the floor and observe the situation. Later, he finally found an opportunity: there is a kind of accessory that is difficult to process, and no one is willing to process it.Jia Xinwu stepped forward and once again expressed his intention to give it a try.The other party finally nodded, and Jia Xinwu happily wrote a letter of guarantee and left a deposit of 1,000 yuan, "I will hand over the work that other people can do in three months within one month."

A rare opportunity with extraordinary significance.Jia Xinwu didn't dare to be sloppy, and immediately contracted a metal component factory in Sanqiao Village, leading more than ten people to work hard.The equipment is poor and we try to overcome it. There is really no way to process the parts, so we have to find someone else to process them. One month is up, and Jia Xinwu is done, delivering the goods on time and with quality and quantity.The other party was shocked and very satisfied. Since then, his business has gradually increased. In 1993, Xi'an High Voltage Switchgear Factory had a product that needed commissioned processing, and Jia Xinwu, who came to seek cooperation, was once again "disdained".Just like the last time he dealt with the Far East Company, he finally got orders for several kinds of gaskets, which were difficult and less profitable, and they were left over by others.Just like last time, Jia Xinwu finally changed the perception of "big customers" with his products and integrity.

Once, this big customer——Xi'an High Voltage Switchgear Factory ordered 30 220KV circuit breaker housings, and the original 4-month construction period was only given 50 days.Faced with the problem posed by this "big customer", Jia Xinwu led 70 workers to fight day and night without saying a word.His thought was, "It must be done, and it must be done well." At that time, the same equipment was imported from Japan, the price was 8 times that of their factory, and the cycle also took 120 days.But for Jia Xinwu, the significance of retaining this big client is too great.The construction period is too tight, but the quality must not be relaxed. Finally, 30 casings with fully qualified quality are presented to the customer.After this toss, the brand of the factory was printed out at once, and the development of Pengcheng began to go smoothly, and the road became wider and wider.In this way, Pengcheng Electromechanical has come step by step, using its own integrity and strength to start dialogues with many "big customers".

Big customers mean a lot to small businesses.The profit contribution of different customers to the enterprise varies greatly, and 20% of the big customers contribute 80% of the profit of the enterprise.For small businesses, being able to find your platinum customers and do everything you can to keep them will not only allow you to survive, but also build your brand by cooperating with them. Although there are few platinum customers, their business volume accounts for a large proportion of the company's entire business volume. Although they are the most loyal customers of the company, they also hope that the company can go all out to meet their needs and achieve their best. satisfaction.Moreover, since platinum customers make a high contribution to the company's profits, they will become the targets of competitors in the industry. Therefore, the company must be able to understand the needs of customers in an all-round way, and must provide these super customers with value-added products and services in a timely manner. , and let them feel that the value given to them by the company is the greatest.

With the increasingly fierce market competition, for every enterprise, customer relationship management is a business strategy that must be adopted by the enterprise.We don't need to emphasize the importance of customer value to the enterprise again and again, every entrepreneur knows this very well.What we want to say is that how to scientifically classify customers and conduct classification management according to different customer values ​​is the key to the rapid development of small businesses. We know that not every customer is profitable for the business.The intensity of market competition is increasing day by day, and the resources of enterprises are limited. In order to enable enterprises to obtain greater customer value, they must invest limited resources on customers who are the most valuable to enterprises.Moreover, companies can also push customers who are not valuable to them to their competitors, so as to consume the energy of competitors, thereby relatively enhancing their own advantages.

One of the important achievements of the current enterprise management theory research is to put forward the criterion of customer value and how to use it to classify customers.Based on the definition of customer value, we can divide customers into four types: platinum customers, gold customers, iron customers, and lead customers according to the two dimensions of customers' current value and potential value.Different types of customers should be treated differently.We have already introduced platinum customers before, now let’s look at the other three types: Gold customers are also a major source of corporate profits, but they create less value for the company than platinum customers.The proportion of gold customers in the enterprise is larger than that of platinum customers. According to the principle of 20/80, generally platinum customers account for 5% of the total number of customers, and gold customers account for about 15%.This part of customers has also made a great contribution to the profit of the enterprise. It is characterized by high current value, but its potential value is not high, and its number is large. Therefore, the customer relationship management of such customers Strategies are different from Platinum customers. For such customers, the key work of the enterprise is to make full use of the existing customer information of the enterprise, find out the deep-seated needs of the customers, expand the customer share given to the enterprise by the golden customers, and strive to maintain these customers. Although gold customers are loyal customers of the company, compared with platinum customers, their loyalty is relatively low.Because gold customers pay much attention to product prices in the process of trading with enterprises, and often negotiate product prices with enterprises, while platinum customers generally do not care about product prices. Whether it is unique, whether it has strong competitiveness, and the long-term interests of both parties.However, as a main source of corporate profits, in order to obtain more profits from gold customers, companies can implement frequent marketing strategies for such customers to promote the product purchases of gold customers.In addition, gold customers have strong competitiveness in terms of market sales network, and increasing the purchase volume of gold customers will not cause inventory for such customers, nor will it affect their business development.Therefore, as long as the price is appropriate and the product has strong market potential, it can completely increase the sales volume of the company's products and bring more profits. Iron customers refer to customers with very low current value but high potential value at the same time.Iron customers account for a large proportion of the enterprise, but the current value they create for the enterprise is not high.Although the value created by iron customers to the enterprise is not high at present, because of its high potential value, it should also be the object of the enterprise's focus.As long as an enterprise uses an appropriate marketing strategy, it can convert iron customers into the company's gold customers, and then may develop into the company's platinum customers, creating greater value for the company.Therefore, when dealing with such customers, the key task of the company is to help iron customers grow, and strive to turn them into the most valuable platinum customers of the company as soon as possible, so as to promote greater development of the company. What we often say about customer cultivation is to formulate marketing strategies for iron customers who have been distinguished and have high potential value, so as to convert the potential value of iron customers into current value.Failure to do this will not only make the company lose the possibility of growth, but also create opportunities for competitors.Therefore, in the process of implementing marketing strategies, we should try our best to increase the satisfaction and loyalty of iron customers with high potential value to the enterprise, expand the width (type of purchase) and depth (quantity of purchase) of sales to customers, and make customers Generate repeat purchases. For iron customers, companies can maintain close contact with them through various channels and establish a friendly relationship.For example, sending birthday e-cards to customers, etc. These small actions seem to have nothing to do with business behavior, but they can create a good feeling of "humanity" among customers, reduce the distrust caused by purely commercial relationships, and benefit Provide customers with a good psychological feeling.Since the current value of iron customers is low, but they have high potential value, enterprises should first establish a relationship of mutual trust with them. When the two parties have a certain basis for cooperation, favorable transactions will follow. come. Lead customers are customers with very low current and potential value.Such customers are generally consumers of enterprise resources, and most of them will not bring great value benefits to the enterprise.Therefore, the relationship management for such customers is relatively simple and much easier.Either you choose not to have this customer, or you can adopt a corresponding strategy according to different customers.There are many reasons why customers are not profitable, for example, the products between suppliers and customers do not achieve the best matching.Therefore, it cannot be blindly determined that the reason for the customer is not profitable, and the non-profit may be a temporary phenomenon.All things are in motion and change, today's "thin dog" may be tomorrow's "Taurus".Therefore, enterprises should carefully study why the current value and potential value of such lead customers are so low, and then use appropriate strategies to deal with such customers, striving to convert lead customers into iron customers, and then into gold Customers and platinum customers, further expand the source of profit of the enterprise, and realize the rapid development of the enterprise. One last thing to note is that everything is in flux, Platinum customers are not always Platinum customers, and likewise Lead customers can turn into a source of profit.Therefore, enterprises need to conduct customer analysis on a regular basis to see if there is any new progress, what new problems have arisen between the enterprise and each type of customer, and whether the value of customers has reached the company's marketing plan goals, etc.Through this series of customer analysis, the enterprise can timely solve the problems existing with various customers.At the same time, different marketing strategies are adopted according to the change of customer type to dig out more potential value. Marketing guru Kotler once said: It is not enough to satisfy customers, you must also please them.For enterprises, although every sales communication of yours points to the same result-sign a sales contract, sell products, and get payment.But in the specific sales communication process, if you can't let customers see the value hidden in the product, and if this value can't meet the needs of customers, then you can't achieve the success of the transaction.Through various high-quality services that meet customer needs, salespeople can make customers form a more pleasant psychological perception, so that customers feel that he will get greater value from buying products from you than from others. To give a simple example to illustrate, if the salesperson can patiently and meticulously dress and match the children brought by the customers in the process of selling children's clothing, or prepare some interesting toys for the children, or help the customers choose clothes. If you take good care of your bags and children, customers will think that they can get more value from buying products here than from merchants that cannot provide these services. This is "extending services beyond products" and using services to enhance products the value of. Among the three "codes of conduct" stipulated by Thomas Watson, the founder of IBM, the most important one is to "give customers the best service". IBM wants to make its service the first in the world, not only in its own company, but also in every company that sells IBM products to follow this principle.Old Thomas believes that IBM should be a "customer first" company, that is, every move of IBM is based on the premise of customer needs. Therefore, IBM's "job description" for employees specifically mentions that customers, future possibilities provide the best service to customers. In order to make customers feel how important they are, no matter what problems customers have, IBM must solve them within 24 hours.If it cannot be resolved immediately, a satisfactory answer will also be given.If a customer calls to request service, someone is usually dispatched within an hour. IBM experts are always on the phone to provide service or solve software problems, and the phone bill is paid by the company.In addition, there are services such as mailing or delivering parts by hand to increase the scope of services.At the same time, IBM also requires that any new IBM parts must be better than the original replacement parts, and also better than the same level of products on the market. We can see that IBM, which is one of the best in product quality and brand, still pays so much attention to the quality of service to customers, and you, who are running a small business, cannot be ignored.To stay in business, your company should seek to reduce the negative factors that affect customer orientation, and provide products and services that exceed customer expectations to build a good reputation.A company may produce the best product, but if it does not minimize the disadvantages of customer orientation and provide positive and effective service to customers, few people will notice that the company is different from other competitors. What is the difference between. Intimate service is a win-win situation This is a bookstore. A customer was buying a book. The book was very thick. As soon as she got it, a clerk came over and said, "Do you like this book?" The customer said, "Yes." You take it to the counter." After that, he helped her take the book to the counter, which means that you can choose other books here with free hands.The customer said: "Thank you!" After a while, she saw the second book that she thought was good, and the clerk came over and asked, "Do you like this book too?" She said, "Yes." "I'll get it to the counter for you." Go." Just like that, I "took" six or seven copies without knowing it. When the customer went to check out, looking at the thick stack of books, the clerk felt that the customer seemed to have something on his mind, so he said: "Miss, is there anything else? Go ahead and buy other things, when you need it Let me know, and I will carry it for you." So, the female customer left very satisfied. Although the customer is a girl, the book is not too heavy to hold, but the clerk's actions show that he pays attention to you and cares about you.If he doesn't care and asks customers to hold one book in their left hand and another in their right hand, then no one will buy the third book if it is not necessary.Considerately consider for customers, this kind of concern has also brought customers' touch and more rewards, what a happy ending. In some unusual places, we can often find some good value for money.A Wall Street Journal article once praised the public toilets in Suwon, South Korea.The city is proud of its unique toilets, which are shown to visitors every week.Visitors will be invited to try "warm toilet seats, look at the flushing system, and take pictures. The melodious violin sound echoes in the house, Korean rural landscape paintings hang on the walls, and there are sensory faucets for the disabled. Slides and solar water heaters.” If your service also makes customers feel valued, they may even be proud of it and of course become your loyal customers. If you want customers to think of you whenever they have needs, and to be the only one for customers, you must cultivate customer loyalty.It is important to note that customer satisfaction and loyalty are different. Customer satisfaction has become a basic marketing concept, and is increasingly talked about by many companies, so companies often conduct satisfaction surveys regularly, but the problem is: some surveys found that 65% to 85% of lost customers said that They are satisfied or very satisfied.This is not to say that satisfaction is not important, satisfaction is required.But the biggest concern should be dissatisfaction.According to a survey by the U.S. Office of Consumer Affairs, 90% to 98% of dissatisfied consumers never complain, they just switch to another one.If you are not satisfied, you will definitely turn to another family, but if you are satisfied, you will not necessarily guarantee loyalty. So how relevant is customer loyalty to satisfaction?The acquisition of customer loyalty must have a minimum level of customer satisfaction.Below this level of satisfaction, the degree of loyalty will drop significantly, and within a relatively large range above this level of satisfaction, loyalty will not be affected; but when satisfaction reaches a certain height, loyalty will increase significantly.To be unique to your customers, you need to pursue loyalty over satisfaction. Increase customer loyalty through multiple channels Peet's Coffee & Tea was founded in the 1970s by several artisans with the aim of building a "coffee temple".By connecting its business to the Internet and its retail stores to its headquarters in Berkeley, Calif., Peet's is expanding into new markets and working to increase customer loyalty and reduce the cost of growth. Peet's Coffee & Tea prides itself on selling "the finest coffee beans on earth."Since then, the company has expanded to more than 50 locations in California, Portland, Chicago, and Boston, but still maintains the original flavor of Berkeley, California.Chief Information Officer Hobart pointed out that while retail stores can provide delicious coffee beverages, the core of their business is roasting and selling coffee beans, teaching and encouraging customers to bring delicious food to their homes and places of work. Today, the Internet has enabled Peet's Coffee & Tea to satisfy loyal customers even when they are away from the store, increase convenience, and expand the customer base.At the same time, with Internet and intranet connections across all retail stores, they can streamline purchasing processes, gather data more quickly, and communicate new market development and sales plans quickly across the company. "Half of our business is to sell the best coffee to the world, and the other half is to provide customer service, that is, to provide a variety of products quickly and flexibly." Hobart pointed out that they will pay more attention to special services, that is, fresh quality and high-speed delivery. services so that their web clients have a great experience. Where there is a Peet's store, the company often uses the store to enhance the company's reputation and customer loyalty.Compared with this, the Web can greatly expand the influence of Peet's. It not only helps to improve customer loyalty, but also introduces the company's products to all over the world, and helps to strengthen Peet's personalized service.For example, customers can be notified of new products on top of their old shopping habits.The company is able to send tailor-made gift packages according to the individual tastes of the customers.Business customers can save time by reordering products through the Web.Wholesale partners, on the other hand, can learn about prices and product categories through a specially customized Web page.Customers who frequent multiple stores can conveniently order gifts, view their Peet's shopping history and learn more about Peet's products through the display. All these efforts to increase customer loyalty and improve customer service not only increase brand awareness, but also keep these customers loyal to their coffee beans. The enlightenment from this case is that in today’s advanced network information, you can develop Web customers through information technology and easily and effectively improve the influence of enterprise products. loyalty.The product itself is of course important, but your marketing method may be more important. Sometimes satisfactory products are not enough to guarantee that customers will come again, and sometimes even the low price of "losing money" still cannot retain the hearts of customers who have "lost". In today's world full of brands, is there any way to make consumption Those who are "unswervingly loyal" to an enterprise or brand?You can start from the following three aspects: (1) Make customers agree with "value for money".Only by maintaining a stable source of customers can the brand win a huge profit margin.However, when businesses use "discounts" and "promotions" as the only means to pursue customer sources, "price reduction" will only make companies and brands lose their most loyal "customer base".It is impossible to increase customer loyalty by means of sales promotion and price reduction. "Price war" can only bring more and more "profit-seeking customers" to the brand-and these customers can be said to have "no loyalty at all". They are only interested in "an egg for 20 cents" and "a chicken for 8 yuan"; when businesses and enterprises seek their own development and high profit growth, these customers will definitely lose. Therefore, to cultivate a loyal customer base, we should not only achieve "cheap and good quality", but also let customers understand that this product is "value for money".Only by subdividing product positioning, seeking differentiated operations, and identifying the value orientation and spending power of target customers can a brand truly cultivate its own "loyal customer base". (2) For end customers, make good use of your membership card.In the 2002 ranking of the Guangzhou department store retail industry, the Friendship Department Store topped the list with annual sales of over 900 million yuan. According to statistics, 61% of the 900 million yuan in sales were created by VIP members It can be said that it is loyal customers that have won high-profit growth for Friendship Department Store. So, how should merchants use VIP cards to cultivate loyal customers?First of all, you need to distinguish your target customers. The VIP card should become a discount for merchants to reward loyal customers, not a tool for "finding bargains"; secondly, the return must be attractive. It can also be emotional.In terms of material goods, the rewards of merchants must be in line with the values ​​of VIP members. The promotion and trial of some luxury goods and value-added services will be more attractive than simple discounts and a large number of cheap gifts.At the same time, merchants can also immerse customers in a sense of belonging through some non-kind rewards, such as opening hotlines and organizing club membership activities.Again, the VIP customer service items need to be updated.For example, new product trial, free upgrade, depreciation and replacement, etc.In short, let VIP members feel that they are "different". (3) For intermediaries, it is necessary to build a "win-win" strategy.Different from facing end customers, whether a product manufacturer can have "loyal intermediary customers" is the key to the success or failure of its brand.In terms of brand operation, enterprises cannot rely solely on "squeezing" middlemen or suppliers to maintain product profit margins. If they want to keep middlemen loyal, they must build a long-term "win-win" and "lose-lose" strategy for manufacturers and channels.The attitudes of intermediaries and channels to product brands will directly affect the survival of enterprises themselves. Therefore, enterprises should adopt different training policies for intermediaries and channels at different stages of product development. In the "market entry period" of products, enterprises must first formulate long-term development plans, and the requirements for intermediaries are not necessarily "the strongest" and "best", nor can they "ship as soon as they have money".The selection criteria should be set according to the positioning of one's own brand, and the key is to be "well-matched".Practice has proved that middlemen who develop and grow together with enterprises are "the most loyal customers".At the same time, enterprises and distributors formulate "win-win" and "lose-lose" strategic partnerships, invest together, and disclose the company's business plan within one year, which can avoid transferring all risks to middlemen and give confidence to channels. In the "development period", with the development and growth of commodity brands, this is the period of time when manufacturers and middlemen obtain the highest profits.At this time, the way to maintain customer loyalty is no longer to increase the communication between the two parties, but to strengthen the management and monitoring of profit distribution.Implement "fixed-point and quantitative rebates" to distribute reasonable and fair benefits to channels. In the "maturity period", each brand's product has its own life cycle, and its maturity and decline are inevitable. With the transparency of product market prices, the profits of middlemen gradually decline, and their loyalty begins to shift. .At this time, in order for the brand to continue to survive, the first thing the company should do is to "launch new products of the same brand", and at the same time increase investment in advertising and promotion, and use actions to promote the brand's R&D capabilities; Cancel "quantitative rebate". Everyone knows that paying attention to customers and understanding customers is the foundation of business success.Today, when service wins, no one or any enterprise can ignore customers.After technology, resources, products and management are gradually becoming unified and it is difficult to maintain distinctive features, customer service and customer management are the new "hands-on trumpets" for major companies to defeat the enemy. Fierce market competition makes after-sales service and follow-up service no longer just a means of publicity and promotion. Personalized, all-round, and humanized services are gradually becoming a sharp weapon for major manufacturers to lead their competitors.Therefore, more attention and care must be given to customers. Only by capturing them can we achieve real strength. The customer tracking service is an important part of customer service, the purpose is to turn current customers into loyal customers, that is, through a series of perfect tracking service systems, to maximize customer satisfaction, so as to have stable loyal customer resources, Maximize the competitive advantage of your business. The products sold are not the water poured out When people mention the Baoding Transshipment Station Stone Flour Plant of the Equipment Supply Department of the North China Petroleum Administration Bureau, they often talk about two aspects: one is that it is too famous, so small that even many units of the North China Bureau adjacent to it do not know Baoding Transshipment There is also a stone powder factory at the station; the second is that, from 2005 to the first quarter of 2007, the sales volume of barite powder for such an inconspicuous small factory reached 44,000 tons. , and 9,150 tons were exported to Kazakhstan, Venezuela, South Africa and other countries.Many people can't help asking: Why can a small factory achieve great results? Ensuring quality is the first thing to do, because the product quality of this factory has always maintained a stable state, so that the product quality has been recognized by more and more customers, and has become a reassuring product in their minds, a trustworthy product, a good reputation and natural benefits.In addition, another important reason is that they extend the service after the product leaves the factory. Once, a truckload of barite powder sent to a drilling unit was successfully shipped. However, when the truck arrived at the destination, the inspectors found that more than 40 bags of barite powder were mistakenly transported through the rain due to the unknown situation of the temporary workers employed during loading. The poured barite powder was loaded into these transport vehicles.Generally speaking, if it is not used urgently, the rain-drenched barite powder will not affect its performance after drying.But not only did they recover all the rain-drenched barite powder, making up the same amount of qualified products, but all the recovered rain-drenched barite powder was treated as waste. The factory director explained: "In the eyes of many people, the products sold are like water poured out, and it is impossible to take them back. This kind of one-shot sale is actually outdated. The most competitive market in today's market The characteristic is that the service is endless, the pre-sales require first-class product quality, and the after-sales service must be meticulous and thoughtful. Only in this way can we win customers and win the market.” According to the service concept of the person in charge, the factory regards "quality service as the eternal pursuit of the enterprise".A user return visit system has been formulated, and user complaint records and user return visit records have been established. According to the requirements of these systems, the factory leaders will lead a team to each relevant drilling company, supply station, and mud station for product quality return visits every month to listen to users. Comments and suggestions.According to the comments and suggestions from the return visit, the factory has systematically and scientifically improved product production technology, testing methods, management methods, and after-sales service.As a result, not only the old customers have been consolidated, but also these customers have been encouraged to become voluntary propagandists of the products of this factory.The 9,150 tons of barite powder that this factory exported to Kazakhstan, Venezuela, South Africa and other countries were not deliberately sold by anyone in the factory, but the customer contacted the factory to purchase after hearing compliments from old customers.For this reason, someone gave this factory an old saying: the fragrance of wine is not afraid of deep alleys. In order to ensure the company's long-term development and credibility, we should pursue the most perfect after-sales service.For small businesses, the brand has not vigorously opened up the market, and people often only trust those big brands, and they will inevitably have more doubts about your quality and reputation.Therefore, in order to satisfy customers and believe in your strength, we can start with the "after-sales tracking service" to grasp customer information resources faster and more accurately. Most companies now attach great importance to the "after-sales service" piece.Because it contains huge business opportunities and is the third source of profits for enterprises.It can play the role of advertising for the future source of customers of the enterprise and the brand image of the enterprise.The after-sales follow-up service is to use customers as a resource to establish a platform for the long-term development of the company, and strive to let them bring more customers on the basis of ensuring that customers do not lose. The specific methods mainly include: establishing a customer information database of the enterprise, providing a series of services to them in a timely manner and providing feedback on enterprise product information, and maintaining long-term emotional ties with customers.The follow-up service methods include mail, fax and even telephone, SMS, etc. We can use the three-dimensional follow-up service to maintain a long-term and close relationship with customers.